Terms & Policy at RockwellNutrition.com

Product RETURNS
You may return an un-opened, un-used, non-perishable* product within 15 days for a refund minus shipping cost and 15% restocking fee. If you have opened the product and it is defective or contains ingredients we did not list on our site, you may also return it. Yet, if you do not like a product, unfortunately, we cannot refund you after trying it. There is just too much individual variation in taste perception, digestion, and health status. What may work for one person may not work for another. We hope you understand.

To send back your un-opened product, contact us via email to obtain an RMA# and an address to which the box should be sent. DO NOT SEND BACK PRODUCTS WITHOUT AN RMA# or you will not get credit. Shipping the product back will be your responsibility. We will issue a refund, less the restocking fee and original shipping cost, once the product is returned.

If you were shipped the wrong product by fault of ours, we will provide you with a free shipping label for its return (or you may be able to keep it) and we will credit you for that product as soon as we receive it back. The correct product will be shipped out to you as soon as we are informed of the error.

Perishables are Non-Refundable
Returns are NOT possible on perishable items such as HLC probiotics (HLC Candaclear, HLC Mindlinx, HLC High Potency, HLC Intensive, etc.), Protein Bars (i.e. Ultra Lean, GlucoSupport, or Paleobars), and on vaginal suppositories (Yeast Arrest et.al.).

Shipping via 2nd Day or Overnight
Packages shipped via 2nd Day or Overnight usually do not ship the same day. Please allow 1 full business day for processing time. Overnight orders will not be sent out Fridays unless you contact us to arrange a special Saturday delivery with extra fee. *Since some items could be backordered, write us a COMMENT during checkout letting us know if a certain product within your order is more urgently needed than another. This way, we will try to obtain it from a different distributor to ship you what you need as quickly as possible!

Pharmax HLC Probiotic Orders
(i.e. HLC CandaClear, HLC High Potency, HLC Mindlinx, HLC Intensive)
During the summer months (June-Sep), probiotic orders are NOT shipped on Wed and Thursdays (unless 2nd day or Overnight is requested and can be delivered before the weekend) We do not ship probiotics on Fridays at all, unless you specifically write a comment to tell us to "release order for weekend shipping" (assuming you don't mind that they will be stored in the UPS wareshouse over the weekend). It is also a good idea to provide a delivery address where someone will be available to either sign for the delivery or bring the package in. We cannot replace or refund warm/hot packages.

If you do not want your package left without a signature, please write a note to us in the comments box to let us know you would like a signature requirement added, please be sure to enter a shipping address where someone will be available to sign for the delivery.

If you live in a hot state, and are uncomfortable with your order in the heat, then we suggest that you select 2nd Day Air or Overnight (year round). If not, your probiotics or suppositories may arrive 4-7 days later and may be warm or hot to the touch. We cannot replace or refund packages that arrive warm/hot. We want to minimize the amount of time your probiotics are in transit. Yet, the manufacturer has increased stability with new freeze drying technology allowing the probiotics to last over 6 months at room temperature holding their GUARANTEED minimum potency on label. Read more details about HLC Probiotics/shipping and potency.

In addition, at 90-100 degrees Fahrenheit it can be stored 3-4 weeks and still be within label claim. This means if the probiotics arrive very warm or hot to the touch due to UPS truck being hot, your product is still perfectly viable and will meet potency claims on label according to various tests done by manufacturer. Please do not be concerned about heat for the short 2-4 day transit. We have been using these probiotics for years after extensive delays in shipping during summer months, and they are still VERY viable and work incredibly well.

Ice Pack with HLC probiotics
During the summer months (June-Sept), we will automatically include an ice pack (or dry ice) in your order free of charge, yet you can still mention "Ice Pack" within the comments box to be sure.
If your order ships from Pharmax, it may contain Dry Ice (not Ice Pack) which evaporates in 3 days, but it does keep the products very cold although you may not see it in the box when it arrives. We cannot guarantee which type of ice you will be getting, but both work really well. (Dry Ice vs. Gel Ice Pack). If your suppositories or protein bars have melted in transit, please store them in the refrigerator upon opening the package so that the item will firm up.

*Please keep in mind that probiotic testing by Pharmax shows that adding an ice pack for transit did not make a difference in product viability. Thus, ice is added only for your peace of mind. The HLC probiotics are quite stable for months kept at room temperature or warmer. READ MORE HERE

Lost Package or Missing Tracking Number
If you placed your order online (and not by phone) and did not receive a UPS tracking email from us a couple days after placing your order (and you checked your spam filter for an email from RockwellNutrition.com), contact us by email (or phone) so we can track it for you. UPS has lost some packages over the years. Contact Us

How do I Change or Cancel My Order?
Email us immediately so we can try to prevent the order from going out. Email is best, but you may also call us toll free (866) 757-4500, ext 701

International: Why can't you ship outside the US? How can I receive your products?
Due to the time consuming nature of going to the post office and waiting in line to send international packages, filling out customs forms, and the risk of packages never being received, we do NOT ship outside the U.S., Alaska or Hawaii.

Yet, we ship products to any destination within the United States so you may want to consider having your items shipped to a friend or relative in the U.S. who is willing to ship it to you overseas. Simply fill in their address information under the "Shipping Address" and your information under "Billing Address".

Canadian Clients
Good news! For those of you living in Canada, our sister website is for you. At http://www.rockwellnutrition-canada.com, all Seroyal and Genestra products listed can be shipped to you from Ontario, Canada with no duties or taxes.

How Do I Order By Fax or US Mail?
Download our order form (Adobe .pdf) which can be faxed or mailed to us. Fax it to 866.727.0784 or mail it to:

Rockwell Nutrition, Inc.
251 Emerson Drive NW
Palm Bay, FL 32907

Can I send in a money order, Cashier’s check, or personal check?
Yes, but your orders will not ship out until we receive your money order or Cashier’s check. For personal and company checks, allow up to 5 banking days after receipt for clearance of funds before the order is processed. We will charge a $25 fee on all returned checks. If you must pay by check, we highly recommend you use PayPal payment since it allows processing of checks electronically and your order will go out faster.

Out-of-Stock Products& Backorders
If the product you have ordered is out-of-stock or on back-order, we will notify you of the delay time and give you the option to receive the product once back in stock, or cancel your order. You will NOT be charged additional shipping if your items arrive seperately.

Orders for More Than One Item (Multiple Product Orders)
If your order contains more than one product or items from different brands, there is a chance you will receive them in two separate packages. Yet, you will not be charged two shipping fees.

Typographical and Product Description Errors on Site
There may be errors in pricing or product description (size, weight, ingredients, etc) on our site. We do our best to keep the site updated, but our vendors do not always inform us of changes. In the event of any product mis-information or typographical error, you may return the product for a full refund. If it is listed at an incorrect price,RockwellNutrition.com shall have the right to refuse or cancel your order. In addition, we have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged and your order is canceled, we will immediately issue a credit to your credit card account in the amount of the incorrect price.

Links
This site may contain links to other sites on the Internet that are owned and operated by third parties. You acknowledge that RockwellNutrition.com is not responsible for the operation of or content located on or through any such site.

Copyright and Trademark Notice
This site is owned and operated by RockwellNutrition.com. Unless otherwise specified, all materials appearing on this site, including the text, site design, logos, graphics, icons, and images, as well as the selection, assembly and arrangement thereof, are the sole property of RockwellNutrition.com., Copyright © 2000-2007, ALL RIGHTS RESERVED. You may use the content of this site only for the purpose of shopping on this site or placing an order on this site and for no other purpose. No materials from this site may be copied, reproduced, modified, republished, uploaded, posted, transmitted, or distributed in any form or by any means without our prior written permission. Any unauthorized use of the materials appearing on this site may violate copyright, trademark and other applicable laws and could result in criminal or civil penalties.